Nowadays business leaders and ordinary employees are judged only by the level of their intelligence or work and life experiences and skills, but also for the ability to manage oneself in the emotional sphere and how this affects the surrounding environment. This methodology is applied in our company for hiring and firing staff. However, it is not only behavioral aspects that play a fundamental role, but also emotional intelligence which is beginning to take on leading positions. But what is emotional intelligence and how can it influence not only interpersonal relationships but the performance of every single business? Say no to plagiarism. Get a tailor-made essay on "Why Violent Video Games Shouldn't Be Banned"? Get an original essay According to Goleman, emotional intelligence can be observed as the individual's ability to identify, evaluate and control his own emotions, those of others and those of groups. It can also be added that emotional intelligence should recognize, observe, understand and influence the emotions of others involved in the process. In his book “Working with Emotional Intelligence,” Daniel Goleman looked at emotional intelligence from the perspective of its ability to influence emotional competence and incompetence. Emotional competence can be described as the process of managing emotions, which details how to identify, understand, signify and control not only the individual's emotions, but also respond to the emotions and interactions of the surrounding environment. Emotional competence can be observed from 2 sides: intrapersonal which describes the inner feelings and emotions of an individual and interpersonal which involves observing relational communication based on the emotional level. According to Goleman, emotional skills can be divided into categories based on personal or social skills. When talking about personal skills we should pay attention to self-awareness, self-regulation and motivation which together lead to success in business. In my work, personal competence plays a fundamental role. In the process of hiring new employees, I should have confidence in myself, especially when there is a shortage of professional teachers while the number of customers increases significantly. During interviews with new staff, I rely on my intuitions and internal states, without paying much attention to preferences between age, culture or work and educational background. For example, just a few days ago I interviewed two new collaborators who came from totally different backgrounds, social statuses and countries but, paying attention to emotional awareness and accurate self-assessment, I chose the one who does not have a PhD in languages ​​but who is eager to work, who is emotionally balanced, has the perfect tactic and great experience in tutoring students of all age categories as he will bring a new wave in our team. Talking about self-regulation, I introduced some innovative technical concepts into the learning process, such as combined lessons with 2-3 different students. Being aware that, for example, our teachers sometimes get bored in teaching basic grammar to our newcomers, I initiated the process, when, for example, the same basic knowledge is imparted to different students in different "vocal conferences" and while, for example, one person takes the assessment test, another explains the rules to him and vice versa. It helped to develop motivational skills, both in me and in our teachers since they receive double the hourly rate and for me it became a stimulus tosuccess to increase the number of students, thus increasing the company's revenue, which, in its turn, motivated me to involve more innovative resources, such as the implementation of our employee promotion system. Talking about social skills, especially empathy, which are one of the most essential in my work, since I communicate with employees, new customers, I am the link between many departments and stakeholders, I am aware of feelings, needs and of the concerns of the assignors. Today's situation best describes how I am trying to satisfy not only customers but also our employees. In the morning I received a WhatsApp message from one of our teachers, in which she told me that the client does not want to study, is shouting and wants to tackle a totally new subject that should have started the following week as agreed with me. The teacher was also very frustrated and angry because of the customer. I immediately called the client and listened to the description of the situation from her point of view. The client was pissed off about the topic the teacher offered her to talk about. And the topic was discussed with me, so I felt that it was one of the reasons why the customer was not satisfied. I proposed to the client to choose the topic she would like to talk about, but the client's mood was not at its best due to problems at work. So, she just needed someone who could listen to her problems and suggest how to get out of the situation. I also took the lesson with a student, I understood that the client needed my help, so I asked that teacher to catch my student and spent 2 hours talking with the client and trying to solve her difficult situation with his boss, trying to develop it. In the end we managed to develop a behavior strategy for the customer and she was really happy to receive so much attention from our company. The teacher charged per hour for that client and the client apologized for his bad behavior towards our staff. Another example of social competence are, for example, situations where I am trying to develop the team's skills, influencing both our staff and customers to communicate in the best possible way, trying to avoid conflict situations while, being the leader of the I team up, create bonds, collaborate with both sides and change the catalyst. The example of conflict management happened last week. Our company is constantly looking for new employees, while to satisfy the growing number of customers and their needs and desires, it is quite difficult to find a highly qualified professional in our industry. Then, one of our teachers provided the contact details of the person who wanted to work with us. I scheduled the interview date in my busy schedule, but the candidate didn't show up unannounced. I thought maybe there were some critical circumstances and set the new date. That time the candidate introduced himself and during the Skype interview, I immediately understood that the candidate was lying about his background of experiences and professional achievements since the language level was intermediate but the candidate described it as advanced. Answering questions about the teaching methods he uses, he told about some silly games for those preparing for the IELTS, which do not correspond to our teaching methods. At the end of the interview I told her that her level was not enough to become a member of our team, after which I felt that she began to “pour dirt” in our company, in the staff, especially in the one who recommended her. To avoid further developments ofconflict, I offered her to try to contact another company that works in the same field but is oriented towards teaching children since her approach will be the best for them. She apologized for being rude and thanked for the help. We have since been implementing greater control during the candidate search process. Speaking of the 5 most used skills on a daily basis, I can highlight empathy skills, how to understand the feelings and emotions of both employees and customers in order to provide the best highly professional services and avoid conflict situations as much as possible. Another skill that is a must for me as a team leader is motivation supported by the drive to achieve goals since the goal of our company is strongly connected not only with customer satisfaction but also with compatible staff in almost all areas, being the leader in achieving goals. The next skill that I can highlight is that of knowing how to resolve conflict situations since, working in the field of communication, it is essential to know all the conflict management strategies to support both customers and staff and prevent situations that could influence the situation image of our company on the market. The fourth skill is innovation, as in the 21st century IT technologies are developing extremely rapidly, that's why being open to new ideas, approaches and new information is vital in my field. Furthermore, the implementation of new, high-tech and innovative teaching methods, the use of IT integrators and the collection of new information from our market niche will help our company strengthen our position among the key market leaders, providing the highest quality of education, achieving 100% customer satisfaction. Last but not least skill is leveraging diversity by cultivating opportunities through different people, which means I am trying to create a team of senior professionals with different backgrounds, different experiences in various fields and I am giving them the opportunity to develop further , providing the best teaching materials in different fields that broaden their horizons of knowledge and practice. Among the skills I use the least is political awareness since political and social currents do not influence our organization that much and, being a global organization, we have clients and staff from all over the world without any political sanction. The second skill is commitment, or embracing the vision and goals of the company and the team, respecting them from day one and reminding employees only during large meetings. The third skill is to have self-confidence since sometimes there are situations where even I, being the leader, need an inside look and the support of my team and my surrenders. The fourth competency is accurate self-evaluation as sometimes there is no time to pay attention to learning from experience and capitalizing on my personal strengths and limitations. And the last skill is to be enterprising and optimistic as sometimes I wait for initiatives from my team members and in some critical situations an optimistic outlook may be lacking on my part as I am more rational and "down to earth". I created a survey monkey and sent it to 3 most trustworthy people who know me best: my boyfriend, my boss and my team member. They ranked me among the 10 skills I described above and the results were almost the same between them and were what I thought they should be. Competence in understanding feelings and emotions was rated by all as a 5 as they see me a lot.